So this is gonna be a little long but it does shed a different perspective from what I mostly read online.
Back in early November last year, I brought my 2023 MXLR (10 months old) car to the service center because of a "passenger restraint system fault, service required message" that started appearing and disappearing but I thought I'd better get checked out. Initially I was told it would take an hour, but once I got there they said, better take a loaner and come back later. I got a nice model S for the day.
Around 4 pm I get a call from Amanda, who is a "customer advocate" informing me that unfortunately the technician accidentally triggered a module that caused all 12 airbags to deploy in the car. She was incredibly polite and understanding. She offered to have the car fixed which would take a couple of weeks or at my option, they can repurchase it from me so I can replace it with a new car.
I asked to see the car first before deciding. I head to the SC the next morning and I almost broke down and cried when I saw the car. It was completely dismantled and every thing was taken apart and every airbag deployed.
To give some perspective, I waited 13 months for my car, ordered 1/1/22 and picked up 1/26/23. My car was perfect. I had full PPF, tint, caliber paint job, carbon fiber exterior trim pieces, power frunk, among other things. No dents or curb rash or anything.
So I chose to get it repurchased by Tesla. From here on, things started getting better. The SC staff helped me get all my personal items from the car as well as any accessory or upgrade that can be taken off quickly off the old car. They switched my loaner with a demo MXLR with 180 miles on it. Amanda even came down to the SC from headquarters, about an hour away to meet me.
After providing them with receipts for the aftermarket upgrades which costed me $12K, and a little back and forth, Tesla finally agreed to pay me back the original cost of my car, $132K + $8K for aftermarket upgrades. It was an incredibly nice gesture from them. They have also let me use the loaner for the past 2 months. They even tried to match me with similar cars near me but they were not the exact configuration I wanted.
Of course I placed an order for another MX (Plaid this time) which turns out a little cheaper than my original long range price. I am losing some money on the loan interest going up and I do miss my USS in the old car and the door opening wide to greet me, but I will get some sublte upgrades like HW4, 5mp cameras and such. I am still waiting for the final payouts and the new MXP but it should be here shortly.
I have to commend the staff at Tesla (specially Amanda) for their understanding and courteousness. She always responded and truly acted like my advocate. Also the SC staff were incredible. Sorry about the long post if you read that far.
Back in early November last year, I brought my 2023 MXLR (10 months old) car to the service center because of a "passenger restraint system fault, service required message" that started appearing and disappearing but I thought I'd better get checked out. Initially I was told it would take an hour, but once I got there they said, better take a loaner and come back later. I got a nice model S for the day.
Around 4 pm I get a call from Amanda, who is a "customer advocate" informing me that unfortunately the technician accidentally triggered a module that caused all 12 airbags to deploy in the car. She was incredibly polite and understanding. She offered to have the car fixed which would take a couple of weeks or at my option, they can repurchase it from me so I can replace it with a new car.
I asked to see the car first before deciding. I head to the SC the next morning and I almost broke down and cried when I saw the car. It was completely dismantled and every thing was taken apart and every airbag deployed.
To give some perspective, I waited 13 months for my car, ordered 1/1/22 and picked up 1/26/23. My car was perfect. I had full PPF, tint, caliber paint job, carbon fiber exterior trim pieces, power frunk, among other things. No dents or curb rash or anything.
So I chose to get it repurchased by Tesla. From here on, things started getting better. The SC staff helped me get all my personal items from the car as well as any accessory or upgrade that can be taken off quickly off the old car. They switched my loaner with a demo MXLR with 180 miles on it. Amanda even came down to the SC from headquarters, about an hour away to meet me.
After providing them with receipts for the aftermarket upgrades which costed me $12K, and a little back and forth, Tesla finally agreed to pay me back the original cost of my car, $132K + $8K for aftermarket upgrades. It was an incredibly nice gesture from them. They have also let me use the loaner for the past 2 months. They even tried to match me with similar cars near me but they were not the exact configuration I wanted.
Of course I placed an order for another MX (Plaid this time) which turns out a little cheaper than my original long range price. I am losing some money on the loan interest going up and I do miss my USS in the old car and the door opening wide to greet me, but I will get some sublte upgrades like HW4, 5mp cameras and such. I am still waiting for the final payouts and the new MXP but it should be here shortly.
I have to commend the staff at Tesla (specially Amanda) for their understanding and courteousness. She always responded and truly acted like my advocate. Also the SC staff were incredible. Sorry about the long post if you read that far.
